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Solutions Engineer

Remote USA or Canada

Launched in 2018, Forethought offers the world’s most advanced AI agents for CX — enterprise-ready and built for every customer moment. Handling billions of monthly interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents think, act, and improve — delivering better customer experiences and scalable business impact.

We are tackling a $400B+ market opportunity, and we’re assembling a world-class team to help us get there. As a Solutions Engineer at Forethought, you’ll work closely with our Sales, Implementation, Customer Success, and Customer Support teams to help our clients reimagine their Customer Experience workforce with our AI Platform. We're looking for individuals with a growth mindset who love to solve the world's most challenging problems and want to change the world alongside a team of energetic and passionate Forethinkers!

As a Solutions Engineer, you’ll sit at the heart of how future customers experience Forethought’s AI platform. You’ll partner closely with customers to understand their goals, shape technical strategy, and bring our AI capabilities to life through thoughtful demos, scoping, and hands-on trials. This role blends technical depth with strong communication skills, giving you the chance to influence product direction while helping customers see what’s possible with AI in their support operations.

You’ll guide prospects through every stage of the technical evaluation, from uncovering their requirements to designing tailored demonstrations and leading Proof of Value engagements. Your work helps decision-makers understand not only how Forethought works, but how it can transform their customer experience. If you enjoy solving complex problems, collaborating with sales, and showing customers the impact AI can deliver, this role offers an opportunity to make a visible difference in every deal.

What You'll Be Doing (Responsibilities): 

  • Technical Sales Command: Serve as the primary technical leader and subject matter expert, guiding the relationship between clients, Account Executives, and our core Product/Engineering teams.
  • Requirements to Solution Translation: Lead highly structured scoping sessions to meticulously collect, analyze, clarify, and document complex business requirements. Translate these needs into actionable, validated solution proposals leveraging the Forethought AI platform.
  • Customized AI Storytelling: Design, build, and deliver customized, high-impact demonstrations that showcase the platform's capabilities—from practical, user-level workflows to strategic, executive-level business value presentations.
  • Value Realization: Present compelling solution proposals that clearly articulate business benefits, competitive advantages, and the roadmap for how Forethought meets clients' current and future AI adoption needs.
  • Own the PoV Lifecycle: Scope, configure, and lead customers through rigorous Proof of Value (PoV) trials, meticulously guiding their evaluation to ensure alignment with defined success metrics and clear measurable outcomes.
  • Trusted AI Advisor: Establish yourself as a trusted advisor within client accounts, providing pragmatic guidance on the business value of the proposed AI solution and managing expectations to guarantee long-term customer satisfaction.
  • AI Thought Leadership: Actively demonstrate thought leadership by advising clients on best practices for integrating and adopting generative AI solutions to fundamentally improve the efficiency and scale of existing customer service business processes.
  • Technical Scoping to SOW & Handover: Crucially, translate validated technical solution scoping, dependencies, and requirements directly into the Statement of Work (SOW). Facilitate a smooth and comprehensive handover of the technical solution design to the Post-Sales Implementation team to ensure continuity and successful deployment.

 

Who You Are (Skill): 

  • Professional Experience: 5+ years of progressive experience working in the Software/SaaS industry, with 3+ years specifically in a high-touch, technical client-facing role (e.g., Solutions Engineer, Sales Engineer, Technical Consultant, or Implementation Lead).
  • Deep, hands-on experience: working with analytical programming languages (e.g, Python, R, SAS), web technologies (e.g., HTML, JavaScript) and robust expertise in integrating via APIs (REST, GraphQL, etc.).
  • AI/ML Fluency: Strong conceptual and practical familiarity with core AI, Machine Learning, and Natural Language Processing (NLP) concepts, including the application of Large Language Models (LLMs) in enterprise solutions.
  • Sales Process & Agility: Excellent understanding of the SaaS sales cycle and competitive strategy, with the ability to manage multiple complex clients simultaneously in a fast-paced, innovative startup environment.
  • Communication & Strategy: Exceptional communication skills, with a proven ability to translate complex, cutting-edge AI technical concepts into clear, concise business value narratives for both technical and non-technical executive audiences
  • Bonus Experience: Direct experience with foundational Helpdesk, CRM, or CX technologies such as Zendesk, Salesforce Service Cloud, ServiceNow, Genesys, or other relevant customer support platforms.

 

What You Get:

  • Ownership and impact from day one: Join a fast-growing AI company where your work directly shapes how enterprises adopt and scale AI. 
  • Tackle complex, high-impact problems: Work with a world-class team to design and deliver solutions that transform customer support operations.
  • A culture built on continuous growth and low ego: We thrive on feedback, shared growth, and helping each other succeed.
  • A flexible approach to where and how you work: Fully distributed team, remote-first mindset, and flexible time-off so you can work in the way that suits you best.
  • Support for your health, family, and wellbeing: Competitive medical, dental, and vision coverage, paid parental leave, company-wide wellness days, and policies that prioritize balance.

If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients.

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